Visitor Management 2022 Enhances Tourism Delivery Across Highland

11th November 2022

The Highland Council's Economy and Infrastructure Committee met (10 November 2022) and commended the delivery of the Visitor Management Plan (VMP) for 2022 which has supported tourism related services across Highland.

Economy and Infrastructure Chair, Cllr Ken Gowans said: "Today Members commended all the services involved in the delivery of the Visitor Management Plan 2022. During challenging times for all services, Council staff alongside partners delivered the uplift in services in the height of a busy season that helped inform tourists, enhance provisions, assist communities with visitor management and improve visitor experiences across Highland.

Visitor Management Plan
4.1
A draft Highland Council Visitor Management Plan 2022 was approved by the Council's Tourism Committee on 6 December 2021. This plan continues the work and success of the 2021 plan, which was created to address the issues that were anticipated to continue as visitor numbers increased as Covid restrictions were relaxed.
4.2
Previous reports were made to the Tourism Committee at their meetings on 28 September 2021, 6 December 2021 and 16 February 2022, and to this Committee on 25 August 2022 indicating that these activities were largely successful in reducing many of the visitor pressures (although not preventing them completely). Section 5 of this report and Appendices 1 & 2 provides an update on the 2022 activities.

"The work continues throughout autumn and winter with a focus on forecasting and planning for 2023."

Cllr Gowans added: "Tourism is vital to the economic recovery of the Highlands. Tourism related jobs can represent up to 43% of the workforce in some areas across Highland and it is important that we continue to strive to improve infrastructure and how we manage the growth in visitor numbers in Highland communities. Significant data gathering has been collated throughout the busy 2022 season, the useful information will be carefully considered by Members and officers to learn from the 2022 insights and trends and will help assist in prioritising key improvements for 2023."

The range of projects delivered included:

Improved visitor signage, passing place signs, road signs, variable message signs and road markings/linings in key locations.
Invitation to pay in 20 Council car parks.

18 seasonal Access Rangers and 4 Visitor Site Wardens delivered - Education, visitor site improvements, maintenance, and improved visitor access at popular sites.

Public facility improvements and upgrades, 15 new comfort schemes, new payment systems.

Online and in person delivery of motorhome, waste and toilet guidance.

Consistent social messaging on tourism related safety including road safety, Scottish Outdoor Access Code, litter and waste and keep the Highlands beautiful campaign.

Interim analysis of data collected by the Access Rangers indicates a continuing increase in visitor pressures on popular sites around Highland. Camping out with designated campsites remains high, however figures indicate a small decrease from 2021 figures, whereas motorhome numbers continue to increase.

A short summary of data gathered by the Access Rangers can be seen below:

In 6 months, Access Rangers have visited 22,500 sites in 2200 patrols over 3 days per week. A 30% increase on 2021.
Motorhomes, nearly 36,000, visited all parts of Highland with the highest numbers in North West Sutherland, Skye, & East Lochaber. A 50% increase from 2021 figures.
7300 off-site tents (not in a designated campsite) were recorded throughout Highland which has become more dispersed from 2021's main hotspots of Durness, Assynt & Arisaig. Those areas are showing a decrease for 2022, however Glen Etive numbers increased by 50% in 2022. Loch Ness and other east coast areas also increased by a smaller amount. Overall, off-site tent figures recorded across Highland reduced by less than 15% in 2022.
Fires, an issue seen in high camping areas but often with motorhomes too, 3311 recorded, very similar to last year. Most frequently in East Lochaber and Loch Ness, with 100 needing to be extinguished.
Outdoor toileting, 7400 incidents, again an issue with camping but also in busy road laybys. This is most prominent in Lochalsh, Loch Ness and Skye. There was a 33% increase in recorded incidents in 2022.
2050 large bin bags of Litter were collected, a 25% increase on 2021. Litter appears to be more of a problem around Loch Ness and East Lochaber.
Motorhome black waste incidents, indicate a small reduction with 62 recorded.
In 6 months, over 121,000 vehicles were recorded parked around Highland, with over 101,600 people observed, a 50% increase on 2021 and over 28,500 people informed or reminded of responsible behaviour, which is an almost 50% increase in engagement by the Access Rangers team from 2021.

In tandem with the Visitor Management Plan, the Council's Strategic Tourism Development Plan identifies key priorities for tourism infrastructure in Highland over the medium term, broadly defined as being the next 2 - 5 years. See https://www.highland.gov.uk/downloads/download/2140/strategic_tourism_infrastructure_development_plan

A full VMP report will be presented to a future committee, detailing service activity and spend.

5
Delivery of the 2022 Visitor Management Plan activities
5.1
The activities detailed in the Visitor Management Plan are delivered by teams from across the Council most notably those dealing with roads, parking, public transport, countryside, waste, public conveniences and tourism. In some cases, activities are delivered through a partnership with external partners. To help plan and co-ordinate delivery the Council's cross-service officer group continue to meet throughout the season and some members also engaged with other national groups and public sector partners to assist in the delivery of Visitor Management activities.
5.2
In order to keep Members informed of progress a reporting system was established which involved each service contributing updates on their particular activities to a dynamic document as and when they took place. The most recent version of this document is attached as Appendix 1 to this report. Future reporting on the 2022 Plan will pick up on progress with any projects yet to be initiated/completed and the report will start to identify priorities for the future. There is the likelihood that some activities will underspend, whilst others may overspend, and so some transferring of amounts between activities may be necessary.
Summaries from those services are detailed below.
5.3
Access Rangers
In 2022, the Council employed 18 Access Rangers, patrolling large areas across the Highlands and 4 Visitor Site Wardens focussing on key visitor hotspots. There was a phased intake of staff from 1 April to 1 June with staff numbers increasing as areas became busier. An interim summary of the collated data is included as Appendix 2 to this report.
Over the summer, there appeared to be an alternating pattern of a busy weekend followed by a quieter one although key weekends were exceptionally busy coinciding with bank holidays and schools breaking up and returning. The Glasgow Fair weekend had a very noticeable impact in Lochaber. The weather also acted as a key determining factor in visitor numbers.
This year there was a higher percentage of European registered vehicles, and an increased numbers of coach tours. Whilst the vast majority of visitors welcome the advice and information from the Access Rangers there still continues to be a high number of irresponsible and occasionally confrontational behaviours encountered. Key points to note include:-
• The areas with the highest informal camping numbers and associated problems, particularly fires, litter and toileting, continue to be North-West Sutherland and Lochaber, with Loch Ness and South Skye not far behind. East Lochaber, Caithness and Loch Ness were far busier than last year. Forty-five abandoned tents were found, most commonly in Loch Ness, East Lochaber and South-West Ross. Over 6800 off-site tents were recorded this year compared with 8600 last year.
• High motorhome numbers were recorded in Lochaber and Skye and around the NC500. A total over 30,000 were recorded this year, compared to 25,000 last year.
• Fire marks & damage are most commonly found around Loch Ness (463) and East Lochaber (651). Nearly 3000 fire marks were recorded Highland wide, slightly lower than 2021 (3463) with 92 fires put out by Rangers (183 in 2021) that may have posed a risk of spreading.
• The problem of blackwater toilet waste dumping was most often found in North Sutherland and Lochalsh. Seventy-five incidents Highland wide have been recorded.
• Lochalsh continues to suffer from high levels of outdoor toileting issues. This contrasts with its lower camping numbers and so may often be due to people stopping to relieve themselves in laybys rather than overnighting.
• Parking issues appear most prevalent in North-West Sutherland and Skye, with most warning notices issued for inconsiderate or obstructive parking. Three hundred and fifty Notices issued Highland wide.
• The number of dogs seen not under control was highest in Inverness & Nairn, although it is also a significant issue in North Wester Ross and South Skye.
• The Rangers collected nearly 2000 bags of litter to date, reported 203 waste issues and 75 incidents of motorhome waste dumping.
• To the end of September, the Rangers have engaged with 20,672 people mostly to inform them of the Scottish Outdoor Access Code and facilities available.
The presence of the Access Rangers has had a significant impact in reducing the irresponsible or inconsiderate behaviour of many visitors and potential causes of distress to Highland communities and other visitors. With Access Rangers patrolling countryside sites, their presence increased compliance within Invitation to Pay car parks, increased responsible behaviour and the work that they carry out in removing litter and immediate repairs ensures ongoing visitor enjoyment of our countryside, increasing the likelihood of repeat visits and positive reviews to increase the economic benefit gained from tourism.
This summer some of the Access Rangers were filmed by TV company Purple Productions for a series on the North Coast 500, to be shown on Channel 4, in spring 2023.
5.4
Public Toilets
Amenities have supported an additional 16 Comfort Schemes with the funding support from the Visitor Management Plan funding. All year-round facilities at; Salen Jetty Acharacle, Sea View Hotel John O Groats, Loch Ness Hub Drumnadrochit, Glendale Hall Skye, Chocolates of Glenshiel Kyle, Traigh Beach Morar, Lybster PC and Helmsdale Community Centre.
Seasonal facilities have been supported at; Kinlochleven Community Trust, Ardnamurchan Natural History Visitor Centre, Rum Enterprise, Portree Pier, RSPB Forsinard Flows, Castle Moil Restaurant Kyleakin, Invercassley Tearooms and Eden Court Theatre and Cinema Inverness.
There has also been support offered to two community portaloo schemes one in Foyers and one at Falls of Shin. This has allowed the community to install, service and operate portaloos whilst they prepare for installation of new toilet facilities in the areas.
Eight old parking meters have been recommissioned into honesty boxes and installed at various locations and new low energy hand driers are purchased and are currently being installed across 24 facilities. Improvement works have also been scheduled or carried out with painting at Castletown and Portmahomack, shower upgrades at Ullapool and Aviemore, upgraded doors at Dunbeath and Gairloch and plumbing upgrades at Ullapool.
5.5
Roads
The visitor management improvements programmed under the road's allocation for the 22/23 financial year are at various stages. A budget allocation of £240,000 was made which was to be used for small scale, general improvements such as signs, roadside parking, passing places and edge strengthening.
• In Ross and Cromarty, improvements have been completed on the Tornapress, Liathach (Torridon Glen) and Gairloch car parks. This has provided surfaced areas for visitors to stop and enjoy the stunning scenery in the Highlands.
• Passing place sign installations for Caithness and Sutherland are programmed to be completed before the end of financial year. This continues the work started last financial year.
• In the Inverness area, passing place sign installations were being undertaken at the time of writing the committee report. On the B861 South Loch Ness, passing place improvement works have started. Following this, works on the B9006 to Clava Cairns Link Road will be programmed.
• In Skye, passing place sign installations have been completed. The Quiraing lay-by improvement works will commence in October 2022.
• In Lochaber, sign installations for Glen Nevis and Achintee are complete. Improvement works at Bracara, North Loch Morar, will be programmed before the end of the financial year. One project, Hilton of Delnies, West of Nairn has been postponed while permissions are sought.
The Area teams have stated that the improvements made have been well received, especially for signage and resurfacing existing car parking areas. There has been positive engagement between Council Roads staff and others, creating partnership working to facilitate local enhancements.
5.6
Parking
The element of the 2022/23 plan has allocated £160,000 plus £67,000 rollover from 2021/22 to continue resourcing visitor related parking improvements.
Current programme
• complete existing and extend Invitation to Pay Car Parks;
• refresh Signing & Lining at multiple locations;
• improvements to Chanonry Point - vehicle passing places, signage and repairs to access road;
• roll all 100 Council Cemetery Car Parks into the Off-Street Traffic Regulation Order to prohibit any vehicles from overnight stays (9pm to 8am) and limit stay to 2 hours unless involved in a burial or service;
• maintain the additional enforcement posts in Wester Ross and Mallaig;
• fund additional patrols in evenings through overtime; and
• deliver partnerships with 3rd party organisations such as Forestry & Land Scotland regarding parking services.
Members will be receiving update reports on the existing Invitation to Pay sites at the end of the financial year and will receive details of any additional sites proposed in their wards.
5.7
Waste Management
The service has employed 9 Visitor Management Operatives (VMOs) who were employed on a fixed contract basis from May to October. The VMOs have been provided with 3.5 tonne box van vehicles for their operational work. The service has also provided additional bins, bin stands and bin stickers. The 2022/23 VMO's are based in Lochinver, Ullapool, Lochcarron, Portree, Brora, Fort William, Aviemore, Inverness (Loch Ness) and Black Isle.
Provision of additional litter bins, bin stands and stickers improve rural skip areas to manage increased use.
The VM funding has been used by Waste Management to provide a seasonally enhanced service in areas of known high visitor numbers. The service includes providing additional public litter bins, an increased frequency for emptying litter bins and responding quickly to clear litter and fly-tipping.
5.8
Motorhomes
A small proportion of the allocation for Motorhome activity in the Visitor Management Plan in 2022/23 has been committed to five community groups that are in the process of delivering a motorhome waste unit in their area to add to the increasing network across Highland. This list is an expansion to the seven community groups that were awarded funding in the 2021/22 Visitor Management Motorhome allocation.
Now with an official motorhome sign for depositing waste which has been approved by Transport Scotland, the Highland Council tourism team are now working with internal services to implement official motorhome/campervan waste disposal signs for these funded units, as well as for existing operators around Highland that open their facilities to non-residents. This move has been welcomed by the communities and existing operators and will create a better experience for the visitor in 2023. In addition to this the PDU team have been working to deliver a standalone Chemical Waste Unit in Ullapool and the Latheron Car Park and are now in the delivery phase of this project. This service is expected to be in place for the 2023 visitor season.
5.9
Public Transport
The priority has been on ensuring shuttle bus service to Fairy Pools, which was by far the most popular destination last summer with VM-supported journeys. Saturday service commenced from 28 May and will continue to late October, with a Monday-Friday service during summer school holidays.
A Permit was secured from OATS, the car park operator, to ensure access issues at Fairy Pools car park are addressed.
The Council has worked with Shiel buses to increase journey frequency to/from destinations and areas with higher visitor traffic during the summer months. The focus has been primarily on Mallaig and connections.
5.10
Communications
The 2022/23 plan allocated £15,000 for Corporate Communications & Graphic Design related Visitor Management/Tourism related communications and social media.
Visitor Management related national and localised campaigns programmed throughout the spring, summer and autumn months. Daily and weekly awareness and good practice social media posts/infographics relating to litter, human waste, fire risk, water safety and parking. Supporting key partners e.g., Visit Scotland, Keep Scotland Beautiful, NatureScot/SOAC on tourism/visitor related topics.
Corporate Communications Officers participate at regional and local visitor management group meetings and liaise across council services to ensure any developing visitor issues are promptly communicated to the public.
Facebook on tourism/visitor related social media posts records the highest reach to the public, posts are also shared on twitter and Instagram. Drone footage has been captured by the communications team in 87 key locations across Highland and the film footage and shots used for various Council projects including tourism/visitor management campaigns. Tourism related videos produced are available on THC YouTube channel.
Regular press releases issued to all media throughout the spring/summer/autumn season on tourism related topics such as: Scottish Outdoor Access Code, engagement & education, responsible behaviour, wildfires/BBQ and campfires and pressure points.
6
Future Funding
The cross service working group believe that with the likely introduction of a Visitor Levy charge in the future, the Council should consider whether to sustain the existing effort with core funding, even at a reduced level, until a more permanent source of funding is secured. Some funding may be able to be identified in the Invitation to Pay income, Coastal Communities Fund or renewable energy community funds. However, this will be dependent upon area committees agreeing to fund and a very piecemeal approach. This will be considered and will be the subject of a future report to the Committee.
Invitation to Pay income in visitor locations could be used to fund visitor management activities. It has been shown that in some areas, such as Chanonry Point and Gruinard Bay, the presence of a ranger has increased the level of income received. Visitors are either appreciative of the Council's service or are more likely to believe that they will be issued with a Parking Warning or Penalty Charge Notice if they see staff present.

Source - https://www.highland.gov.uk/downloads/download/2140/strategic_tourism_infrastructure_development_plan
Go here to read all the appendices.